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Favorite CX Links

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Mass Transit magazine CX article - this is a post I wrote that summarizes the growth of CX programs at over 20 transit agencies in the US and Canada. 

LA Metro Customer Experience Program

Vancouver CX Program

Connecticut CX Program

White House CX Program

Governments can deliver exceptional customer experiences—here's how - McKinsey

Reinvigorating Customer Service Culture2022 Leadership APTA Capstone Project

Transit Unplugged Podcast - Hosted by Paul Comfort, Transit Unplugged shares the stories, challenges, and successes of top transit professionals from around the world. 


​June 2024 Zoom Panel Discussion: Ambassadors and Security




Video Recording

April 2024 Zoom Presentation:  Availability of Pro Bono Support for Digital Product Development. Presentation by Rebecca Heywood, from the non-profit U.S. Digital Response

Video Recording

If you would like to join the APTA CX Forum, sign up here 

(note: requires American Public Transportation Association membership and login)

Customer Experience News


Demonstration of New Transit Real Time Bus Arrival Devices with Text-To-Speech Capability

City of Pasadena

July 11, 2024


Biden-Harris Administration Announces $1.94 Million for Research to Improve the Transit Customer Experience


July 11, 2024


SEPTA, TriMet increasing safety efforts to improve rider experience

Mass Transit

June 25, 2024

CTA introduces innovative chatbot for real-time customer interaction

Intelligent Transport

April 29, 2024


Op-ed | Thinking outside the ‘booth’ and in the subways themselves


April 14, 2024

MTA Access-A-Ride Ridership and On Time Performance Skyrocket as Wait Times Plummet


February 26, 2024


HSR wants more flexibility to offer fare discounts to riders

The Bay Observer

February 4, 2024

Legislators tried to give NJ Transit board more teeth. But it seems largely defanged


January 17, 2024


Our 2023 Customer Experience Plan is out!

The Source, LA Metro

October 26, 2023


Metro wants riders back. Those green-shirted ‘transit ambassadors’ are part of the plan

LA Times

October 21, 2023


Metro considers signage changes, numbering lines to improve experience


September 12, 2023


Increased Staffing Levels and Training for Transit Ambassadors

MBTA, Boston

August 17, 2023


Coming soon: Metro’s next-generation of railcars

DC News Now

May 30, 2023

CT to Develop Unified Statewide Public Transit Information System for Mobile Devices

Connecticut By The Numbers news

May 2, 2023

Millions snap up new Germany-wide public transit ticket

Federal News Network

May 1, 2023

Op-ed | Improving New York City Transit with your help


January 15, 2023

TransLink's new technology pilot to help customers with sight loss better navigate transit system

Intelligent Transport

January 10, 2023


Dubai's RTA receives ICXS certificate for Dubai Metro and Tram - Gulf Business

Gulf Business

December 27, 2022


2022 Transit Safety & Security Report

Mass Transit

November 29, 2022

SEPTA Board Approves ZeroEyes Artificial Intelligence Gun Detection Pilot Program


November 17, 2022

Op-ed | Making New York City Transit ‘Safer, Faster, Cleaner’
By Richard Davey, AMNY

October 30, 2022

Scorecard to track CTA's progress delivering on 'Meeting the Moment' plan

Mass Transit

October 18, 2022

TransLink is looking for new buskers to serenade the system


October 18, 2022

TransLink enhances transit alerts for customers - elevator, escalator outages

The Indo-Canadian Voice

October 13, 2022

WMATA launches initiatives to increase customer safety across transit network

Intelligent Transport

September 26, 2022

MTA Announces Citywide Open Stroller Pilot Program

Shorefront News

September 22, 2022

Incheon Airport Becomes World's First Level 5 Customer Experience Accredited Airport
Korea Bizwire

September 16, 2022

New Metro GM: It’s your transit system

Washington Post

September 16, 2022

Cleveland RTA Launches Transit Ambassador Program

September 6, 2022

#BusStopBluesYXE is back!

Saskatoon Transit

‘Ask CTA’ program to foster engagement with customers

Mass Transit

August 31, 2022

New Metro GM Spends Rush Hour At Busy Station, Hearing Customers’ Concerns And Questions


July 26, 2022

Dorval Carter Jr.: This is what the CTA is doing to address its unprecedented challenges
Chicago Tribune
Jul 12, 2022

Metro Transit rolls out online chat service to 'meet customers where they are' -

Star Tribune

July 10, 2022

New Contract Puts Bay Area Transit Agencies on TrackFor Common System of Maps, Signs ...

PR Newswire

July 8, 2022

L.A. Metro Board Approves New Transit Ambassador Program to Help Improve the Customer Experience

Metro, The Source

June 24, 2022

NYC Customer Experience Improvements

Vision Times

June 21, 2022

MARTA advances capital projects and pre-COVID services with new budget

Intelligent Transport

June 15, 2022

...the budget includes $9 million this fiscal year for the SMART Restroom Program

How to Make Your Customer Experience Better: Be Convenient - CMSWire
Convenience alone can draw customers in the door — and keep them coming back. Are you doing enough to add convenience to your customer experiences?

MBTA to try urine sensors on elevators

CBS News

June 12, 2022

Transit Tech Lab Selected Companies for Innovation Challenge - Government Technology
Government Technology
... and optimize customer experience,” said Natasha Avanessians, vice president for communications at the Partnership for New York City.

June 6, 2022

Metro Board approves $8.8-billion budget for FY 23 that focuses on improving the customer ...

Metro's The Source - LA Metro

May 27, 2022

This budget puts a clear focus on improving the customer experience. ... The effort will: expand our transit ambassador program; ...

TransLink testing different types of seats for future buses

Urbanized - Daily Hive

Kenneth Chan

May 25 2022

LA Metro's 2022 Customer Experience Plan funds over 50 CX Initiatives

May 19, 2022

Metro's proposed FY23 Budget includes over 50 Action Items from Metro's 2022 Customer Experience Plan:

Bus Speed and Reliability Improvements - Metro has set a target to double the pace of developing bus lanes to provide customers with a quicker and more reliable ride.

Better Public Safety - Metro plans to double homelessness outreach on the system and will also soon start deploying Transit Ambassadors on Metro to help riders feel safe.

Cleanliness Improvements - A comprehensive “Cleaning Surge” on buses, trains and stations will be expanding significantly, including more floor scrubbing and pressure washing, and greater weekend coverage.

Mastercard to let consumers make card-free biometric payments in store with their face or palm


May 18, 2022

... Brazil, will be the first ... “The new technology ensures a fast and secure checkout experience, ...

Calgary Transit, AARCS offer puppy cuddles to morning commuters

LiveWire Calgary

May 18, 2022

Improving customer experience. Stephen Tauro with Calgary Transit said it's been a long two years of Covid-19. Riders are trickling back, ...

Southwest to invest USD 2 billion to improve customer experience

May 16, 2022

Southwest Airlines will implement improvements in flight booking process, airport transit and onboard service.

TransLink releases new plan to enhance customer experience

Mass Transit

March 29, 2022

A new customer experience action plan was released by TransLink to better serve the changing needs of customers over the next five years. The plan outlines five key priority areas to provide customers with a more exceptional experience on transit. These priority areas include making transit more personalized, easier to use, more reliable, safer and more climate friendly.

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